Study guide for MB-230 Dynamics 365 for customer engagement for Customer Service

“Press forward. Do not stop, do not linger in your journey, but strive for the mark set before you.” —George Whitefield

You cannot pass the MB-230 Customer service exam without studying.  Having worked with Case management will help but you will still need to study to learn some of the features and functionality you haven’t used in a project.

I recently passed the Exam MB-230: Microsoft Dynamics 365 for Customer Service (beta) and I am sharing the resources I used and some of the notes I made.

Study materials

The best study material is looking at the areas you are going to be tested on Exam MB-230: Microsoft Dynamics 365 for Customer Service (beta) creating a trial and try the functionality, you get practical skills to accompany your theoretical knowledge (e.g. you can use it)

Good 8 hour Open eDX course – MB-230.1 Self-paced , this course has learning material and practical tests. It covers all the key areas of the certification.

The Customer service certification is similar to the previous certification MB2-718, so Neil Parkhurst’s study guide will still help (ignore Field Service content).

MB2-718 Certification: (Microsoft Dynamics 365 for Customer Service) – Revision Guide

Hosk Study notes

The notes are not extensive because I gave up making notes and concentrating on revising because I had to the exam before 31st April :-), so you need to use the materials above and use these notes for a refresher before you take the exam

Entities

• Customer record – this can be either an account or contact
• Case – schema name is incident.  The is the case, CSR, incident.  They can be linked
• Resolution Activities – an activity created to hold the resolution reason
• Entitlements – how much support a customer can have e.g. number of cases, time etc
• Entitlement channels – type of service e.g. phone
• SLA – service level agreement
• SLA can be linked to entitlement
• Goals – can track progress of individuals
• Schedule module – allows you find and schedule resources

Case Management

• Cases can be known as service, ticket, case, CSR, incident
• Contracts have been replaced by entitlements
• Contracts are still on the case form for backwards compatibility
• Cases case be associated with
  • Knowledge base articles
  • Subjects
  • Products
  • Entitlements
  • Activities (emails, tasks, phonecalls)

Case actions

• New Case
• Resolve Case
• Cancel case
• Save and Route
• Create Child Case
• Add to queue
• Assign
• Do not decrements entitlements
• Run reports

Case Search

• Case fields search = Case number, Case Title (you can add more find fields)
• Search options = string, wildcard *, partial value
• Global search/relevance searches multiple entities
• https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
• Relevance is disabled by default
• relevance search must be enabled (in System Settings à general)
• relevance search is done using Azure and copying data to Azure (this is why it must be enabled and you agree to hosting data in Azure)
• Enabling Relevance Search allows all users in the organization to use it.
• Relevance search is text-based, and can search only on fields of type Single Line of Text, Multiple Lines of Text, Option Sets, or Lookups. It doesn’t support searching in fields of Numeric or Date data type.
• relevance search isn’t available in On Premise only Dynamics 365 online
• user can set the default search experience in their personal options
• Use views to view  active, resolved and personal for predefined filter
• Views can apply filters on fields

Convert activities

• Press the convert to on an activity to convert an activity into a case.
• Convert to case allows you to specify
  • Customer
  • Subject
  • Case open/closed
  • Change the task status to completed
• Origin will be automated selected
• The activity will be automated linked to the case

Resolving cases

• Cases cannot be resolved until all activities are completed
• Deleting a case removes all activities, notes and attachments linked to the case
• Cancelling the case leaves the case and activities for reactivation
• If you resolve a case with open activities, it will cancel those activities
• Queues are used to group or catorgorise cases (e.g. high priority/low priority)
• Reactivate a case instead of opening a new case for the same issue
• When resolving a case , the resolution activity form pops up
• You cannot edit the resolution activity form
• It will create a new resolution activity for a case
• total time comes from the total time in activities
• Total is not editable
• Billiable time is mandatory and editable
• When a case is reactivated the case becomes editable
• The previous resolution activity will be cancelled

Case Routing Rules

• You can view routing rules ran in System jobs
• One active routing rule at one time
• If a second rule is activated the first one will be deactivated
• Routing rules have conditions – If, then statements
• You route to a queue or assigned to a user or team
• After making a rule, you have to activate it
• Case routing rules can be applied in bulk from a view
• Case routing can be applied to a case with Save and route button
• One Routing Rule set can have many rule item

Record Creation and Update Rules

• Automatic creation and update rules can automatically create records
• Only one creation rule can be active, if you active a rule it will deactivate other rules
• Source type cannot be changed once selected and saved
• Workflows run to create records as necessary
• One rule per source type e.g. email, phonecall ,task, social activity, service activity, appointment
• If you choose different source type you get different

Parent/Child Cases

• Case closure settings à settings à service management – Parent child case settings
• Select attributes which will be inherited from parent to child case
• Closure preference
  • BLANK – Parent/child cases are closed independently
  • Close all child cases when parent case is closed
  • Don’t allow parent case closure until all child cases are closed
• View – Active Cases with Parent Child Status
• Create Child case button on case
• You can see child cases on case relationship section à Child Cases
• On a list view of cases the button Associate Child Cases allows you to link multiple child cases

Merge cases

• Multiple cases created, merge into one
• Merging a case, combines related activities and cancels other cases
• Merging cases will leave only one case
• You can merge up to 10 cases at one time
• Child cases become children of the merged case
• The status of a merged cases is Merged
• You can only merge a child case into another child case if they share the same parent case
• You can see merged cases in Case relationships a Merged cases

 

Good luck